Partner Servicing Specialist with French

MoneyGram is a leading global financial technology company that provides innovative money transfer and payment services to millions of consumers around the world.
MoneyGram products and platforms leverage cutting-edge technologies such as biometrics, artificial intelligence and distributed ledger technology to offer consumers a fast, secure and convenient financial connection to family and friends around the globe.
Whether it’s through the MoneyGram mobile app, MoneyGram.com, or any one of MoneyGram’s thousands of agent locations in more than 200 countries and territories, we connect consumers any way that is convenient for them.
MoneyGram leads the industry in compliance and is the only money transfer provider that requires customer ID for every transaction. We can proudly say no one else in the industry is as committed to protecting our customers as MoneyGram.

Partner Servicing Specialist with French Numer ref.: 134411

Job Summary

The Partner Servicing Specialist III manages the relationship with MGI’s Business Partners, and acts as the first point of contact, building and maintaining a positive image of the company. The Partner Servicing Specialist III ensures provision of timely communication, information and resolution to Agents' inquiries, issues and concerns. When necessary, the Specialist liaises with the appropriate department for resolution. Additionally, the Partner Servicing Specialist III will provide world-class Anti-Money Laundering, Fraud Prevention and Point-of-Entry (POE) Product training to agent partners via appropriate training mediums, including e-learning, teleconference, and virtual instructor-led technologies. The position supports the partner life cycle from on-boarding, changes in the relationship, and through termination of a partner.


Primary Responsibilities

• Interfaces with the MGI partners as first point of contact and resolution owner in order to resolve in-bound partners’ requests; follows up on issues until complete resolution; determines root cause of issues, identifies possible solutions, and agrees with the partner on a defined course of correction.
• Acts as a single point of contact for Agents for the whole servicing and training process that includes equipment shipping, AML and Fraud Prevention electronic training, products training, compliance documents collection and verification; regularly monitors the progress of training by monitoring the agent’s activities in the LMS system and provides support to Agents to ensure all issues relating to our training process are addressed.
• Takes active part in all projects connected with equipment delivery (rollouts) as well as training; ensures all servicing and training related issues and delays are escalated as appropriate to minimize impact to the onboarding and training process timeline.
• Partners with sales team to understand the agent’s needs, perception and challenges in order to ensure MGI competitiveness from B2B Customer Service point of view.
• Liaises with different MGI departments as necessary to solve agents’ issues and ensure satisfaction.
• Initiates out-bound contact to partners when needed to understand any discrepancies, deliver and/or collect any required information.
• Performs other duties as assigned.